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360dialog WhatsApp

JQ Lee Updated by JQ Lee

You can now migrate your connected WhatsApp 360dialog account to respond.io WhatsApp Business API to enjoy higher reliability, lower costs, and access to new features. Learn more about the migration process here.
360dialog logo
360dialog WhatsApp API is run as a Managed Service. Do sign up for a respond.io account first, then proceed to sign up for a 360dialog WhatsApp account here or contact us should there be any issues.

360dialog is an API provider that works directly with WhatsApp. This integration lets you respond to WhatsApp messages directly from respond.io platform.

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here.
360dialog does not provide phone number purchase options.

Connecting 360dialog WhatsApp API

Step 1: Navigate to Channel Settings

From Settings module, navigate to the menu item, Channels.

Step 2: Add Channel

Click Add Channel and choose 360dialog WhatsApp. Click Next and the Connecting 360dialog Whatsapp dialog should open up.

Connecting 360dialog WhatsApp API to respond.io dialog

Step 3: Sign in to 360dialog Hub

There are two ways you can connect to 360dialog:

  • Sign in with your user credentials by clicking on the Connect With 360dialog button and select your WhatsApp Enabled Number upon success login.
  • Get your API key in 360dialog Client Hub. You may refer to this guide on how to do so and fill in all the required fields.
Connecting 360dialog WhatsApp API to respond.io dialog

Step 4: Select the WhatsApp Enabled Number

You will be provided options on which WhatsApp Enabled Number you would like to connect. Select the number.

Step 5: Complete the setup at respond.io

Click Done to complete the setup.

Once you've completed the setup, any messages sent to your 360dialog WhatsApp Number will now be received in your Space.

Channel Configuration

360dialog WhatsApp channel can be configured with a unique channel name.

Step 1: Navigate to Channel Settings

From Settings module, navigate to the menu item, Channels.

Step 2: Locate the 360dialog WhatsApp channel

Once you've located the 360dialog WhatsApp channel, click Configure.

360dialog whatsapp respond.io Channel Configuration page

Step 3: Make the necessary configuration

You can configure the following:

  • Channel Name - Name used internally to identify the account.
360dialog whatsapp respond.io Channel Configuration dialog

Step 4: Update the configuration

Click Done to update the channel configuration.

Metadata Received by Channel

Different channels provide different set of Contact’s metadata to respond.io platform. Here’s the list of Contact’s data you’ll be able to obtain from this channel:

  • Phone number
  • Profile name
  • Whatsapp ID

Managing WhatsApp Business API Profile

If there's a need to make a change or check your WhatsApp Business API Profile, it can be done on the respond.io platform.

Step 1: Navigate to Channel Settings

From Settings module, navigate to the menu item, Channels.

Step 2: Locate the 360dialog WhatsApp channel

Once you've located the 360dialog WhatsApp channel, click Profile.

Managing WhatsApp Business API Profile gif

Step 3: Sync Profile

If the profile hasn't been synced, click Sync Profile to obtain the latest WhatsApp Business Profile information from WhatsApp.

360dialog WhatsApp Business API sync FB Profile gif

Step 4: Make necessary changes

You may edit the information as needed.

Fields

Description

Profile Photo

Image shown as the profile picture of the WhatsApp Business Account.

An image size of 640x640 is recommended.

About

Text to display in your profile's About section.

The max length for the string is 139 characters.

Address

Address of the business. Maximum of 256 characters.

Description

Description of the business. Maximum of 256 characters.

Email

Email address (in valid email format) to contact the business. Maximum of 128 characters.

Vertical

Industry of the business. Must be one of these accepted values:

  • Automotive
  • Beauty, Spa and Salon
  • Clothing and Apparel
  • Education
  • Entertainment
  • Event Planning and Service
  • Finance and Banking
  • Food and Grocery
  • Public Service
  • Hotel and Lodging
  • Medical and Health
  • Non-profit
  • Professional Services
  • Shopping and Retail
  • Travel and Transportation
  • Restaurant
  • Other

The business vertical cannot be set back to an empty value after it is created.

Website

URLs (including http:// or https://) associated with the business (e.g., website, Facebook Page, Instagram). Maximum of 2 websites with a maximum of 256 characters each.

Step 5: Save changes

Review the information and click Save Profile when it's ready.

Managing WhatsApp Business API Profile Save profile gif

Managing WhatsApp Message Templates

Before sending a Template Message to a Contact at respond.io platform, ensure you did the following:
- Have an approved message template in 360dialog
- Added the approved message template to the Space by syncing the message template

Submitting Message Templates

Step 1: Navigate to Channel Settings

From Settings module, navigate to the menu item, Channels.

Step 2: Locate the 360dialog WhatsApp channel

Once you've located the 360dialog WhatsApp channel, click Templates.

Step 3: Submit Template

Click Submit Template to submit a Message Template for approval.

360dialog whatsapp Submitting Message Template on respond.io gif

Step 4: Fill in the required information

Fill in the information needed to create a template.

Field

Description

Name

Name can only contain lowercase alphanumeric characters and underscores ( _ )

Category

The category of which the message template belongs to.

Language

The language that the template is written in.

Step 5: Start building the message

Build the message by filling in the necessary components and check out the message on the preview section. You may include parameters {{1}}, {{2}}, etc. as placeholders to be filled in with personalized content.

360dialog whatsapp Submitting Message Template on respond.io configuration gif

Building Block

Description

Header

The Header is optional and serves as the title or header of your template. It supports the following:

  • Text
  • Image
  • Video
  • Document

*Respond.io platform accepts uploads up to 20MB in size.

Body

The Body should contain the most important text of your template. Only text is supported.

You may use markdown to format the content of this block.

Footer

The Footer only supports text and can be used to provide less relevant information in your template message.

Button

The button adds interactivity to your templates. There are two main types.

  • Quick Reply Button
    • Used for getting quick answers from your client
    • Max 3 Quick Reply Buttons per Template
    • Each Quick Reply cannot have more than 20 characters
  • Call to Action Button
    • Used to send your client to a Website or call a Phone Number
    • Max one URL and Phone Number per Template
    • URL can have a parameter for personalisation
Learn more best practices for formatting your message templates here.

Step 6: Provide sample value

This is only applicable if you have included any parameters in your message template content.

Providing sample values to the parameter in the message template will assist the reviewer to understand the message you are trying to send to your contacts.
submitting sample values for message template
You may use Dynamic Variables to fill in the message template parameters.

Important Links

Syncing Message Templates

Step 1: Navigate to Channel Settings

From Settings module, navigate to the menu item, Channels.

Step 2: Locate the 360dialog WhatsApp channel

Once you've located the 360dialog WhatsApp channel, click Templates.

Step 3: Sync Templates

Click Sync Templates to begin the syncing process.

360dialog whatsapp Syncing Message Templates gif

Step 4: Syncing Completed

When the synchronization has been completed, the message templates will be listed with their corresponding status and the last synced date time will be updated. Rejection reason will be displayed underneath the rejected message template.

Status

Description

Submitted

The message template is submitted and pending for approval.

Approved

The message template is approved and can be sent to contacts.

Rejected

The message template is rejected and cannot be used.

You may use the search and filter at the top right corner of listing to easily find your templates!

FAQ and Troubleshooting

Why do I get the "Template [name] does not exist..." error message even though the template has already been submitted and approved?

This error often occurs if your templates are not properly synced. First, clear your cache, then follow the steps to sync templates. This should solve the issue.

Why is my template still shown as "rejected" in respond.io when it has been approved by Meta?

If you've resubmitted a rejected template and it has been approved by Meta, you'll need to sync your message templates on respond.io. Then the latest template status will be shown.

Where can I view my API keys?

To view your API keys on respond.io, in your Workspace, click Settings > Channels > locate your 360dialog channel > Configure > API key.

Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?

No, you're not able to generate a new API key or view the API key from 360dialog Hub. However, you can generate a new API key from the respond.io platform. In your workspace, go to Settings > Channels > locate your 360dialog channel > Troubleshoot > Refresh Permission.

The API key will be automatically regenerated and synced from 360dialog. Please note that you will not be able to see any changes made during this process, but once the action is complete, the WhatsApp channel should be working normally with the new API key.

Why do I see duplicate Contacts from the same WhatsApp channel?

WhatsApp passes the Contact’s phone number in a format that is different from the E.164 format that respond.io uses. This difference causes Contacts from certain countries to be duplicated. Should this occur, do reach out to us here.

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